5-7 second delay before calling end can hear when picking up call with Polycom phone
When a call comes in from the Auto Attendant / Call Queue and the call is picked up on a Polycom phone there is a 5-7 second delay before the calling end can hear audio. This delay is pretty long and causes confusion, it should be 2 seconds at the most.
I have the same issue with the auto attendant feature, but no call queue setup, as it is meant to route all calls directly to an O365 group to receive both audio and transcribed voicemail.
The feature works beautifully (*outside of the delay*), but we are not yet able to publish the number to our website for this reason.
This issue has been raised in multiple community Teams channels and hosts have offered info relating to a fixed 15 second interval built into the call queue feature for call routing, this might explain the issue some users are facing, but they could not answer to the 5-7 second delay that seems to be consistent across end user experience, whether or not the call queue function is enabled.
Any update here? Just a comment would be helpful to know it is being looked at closer. Otherwise, we can move onto other VoIP solutions temporarily if the timeline on the fix is unclear or too far out.
any timeframe when this will be resolved?
we just moved over and may have to move back due to this
Yes this is a huge issue for us too.
No updates on this critical issue MS???
Mike Messer commented
We have had this issue with AAs/CQs for 2+ years. The device type does not matter. We have tried Poly and Yealink devices along with softphones with the same significant delay issue. It is definitely an issue with Microsoft and their backend routing of AA/CQ calls. This issue occurred while AAs/CQs were in SfB Online as well, so they didn't change the architecture in Teams as they stated they were going to do. The issue lives on!
Jeff Schertz commented
FYI this is not a phone-specific issue, and Microsoft has been working on a fix for this on the AA/CQ back-end in Teams.
Timeline was around the end of the year, so could speculate it's not far off. More details can be found here:
Elliott Smith commented
We've had the same issue and it's causing is to delay our Microsoft Teams rollout to 600 users. The users aren't the issue, it's switchboard where it's causing the issue.
There is a workaround, albeit nasty, if you change the call queue and create a user and set a forward to the selected users the pickup is instant.
Christopher Schmidt commented
Same issue but with Teams desktop client
Steven Pearson commented
Same issue but with teams desktop client AA-Queue
Paul Neill commented
Call Flow = Auto attendant to Call queue to the agent.
Customer reports with a yealink handset (as well as teams desktop client up to 10 second delay before both parties can actually hear each other.)
@Microsoft can you please provide an update on this issue. We need a resolution on this issue.
Simon Schäfer commented
Same Problem - Windows App, Jabra 65 Evolve, ISP is Unitymedia in Germany.
Jan Delay commented
same here please fix this @microsoft
Francis Doom commented
I was able to provide a workaround ...
I configured a second WAN connection on our firewall. this WAN is connected to a 4G modem. I then used some traffic shaping to route the voice VLAN over this new WAN connection to initiate the connection over 4G.
After that ... No more delay!
It seems like the PSTN calls on teams have this delay when routed over some ISP. I have other locations that have a different ISP and do not have the problem.
Rhett Lennox commented
We're seeing the the same on Yealink T55, Windows App, and mobile app on both Android and iOS.
Francis Doom commented
Same problem with Polycom VVX400, VVX600 Yealink T56 and Polycom trio 8800. this makes the Phone system "unusable" as a business solution. It also happens using the Teams app on Windows and on Android.
I'm experiencing the same issue with the Windows App. I'm evaluating Teams to replace our current VoIP system but the delay of 5 seconds to connect an incoming call and 7 seconds to resume the call from on-hold is a show stopper
same with Yealink T55a handsets and direct routing
I've a client having the exactly same issue with longer delay, we've raised ticket to Microsoft Office 365 support , but had been given this UserVoice thread to vote here so Microsoft can get it fixed as soon as possible.
Same Problem here with incoming calls on IOS App.
Same problem with Yealink T55A desk phones and iPhone Teams App.